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Contact centers aren’t as optimized as they could be — particularly at small-to-midsize organizations. As just one example, the amount of after-call work agents are engaged in means agents aren’t being as productive as they can be, solidifying the contact center’s place as a cost center and contributing to agent stress. According to NiCE and CMSWire research, 69% of contact center agents say their workload has increased over the past two years.
But what if we could reduce the amount of after-call work to zero? Surely that would reduce agent workloads. Some agents might already be using AI tools piecemeal to generate call summaries for them and reduce their after-call work.
But can it be done at scale?
For an accessible price point?
This is the vision proposed by Neeraj Verma, vice president of product, AI and division head, ElevateAI by NiCE. “The industry has reached the point where transcription services are no longer simple nice-to-haves; they’re a critical part of the customer experience,” said Verma. “But transcription services haven’t been affordable for many smaller contact centers. At ElevateAI, we’re aiming to change that and level the playing field so small contact centers have access to the same tools that enterprise organizations do.”
CMSWire recently spoke to Verma about the capabilities of ElevateAI and how AI-powered tools are set to transform both the agent and customer experience.
Scale Capabilities Without Scaling Cost
With millions of agents handling customer interactions every day and the average agent handling around 750 customer interactions a month, many services that could improve productivity are simply too expensive to implement at that level of scale.
But not so with ElevateAI. “We give organizations 1,000 summaries for free right off the top, which is the equivalent of 50 agents worth of data,” said Verma. “Since all you have to do is integrate it, contact center leaders should have no issues making the business case for ElevateAI to executives.”
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Of course, scale is nothing without speed, which ElevateAI is also designed to achieve. “Agents need answers to their questions right away,” Verma said, “Which is one of the reasons we focus on Small Language Models (SLMs) when incorporating generative AI into the agent experience. This speeds the creation of our after-call summaries and transcriptions, which is essential when agents need summaries created as soon as the call is over so they can move on to the next customer challenge.”
Simplify the Agent Experience
Too often, agents must juggle dozens of applications during their customer interactions. ElevateAI aims to streamline that experience and reduce agents’ cognitive load. Beyond providing call summaries, agents can use ElevateAI as their personal knowledge base, to get them answers to customer issues without needing to leave the platform.
This, also, improves the customer experience. “If I’m a customer and I’m calling in with a problem, I don’t want to be on the phone for three hours while someone searches through 30 different knowledge bases to get the answer to my question,” said Verma. “I expect my questions answered immediately, instantly. The reality is that contact centers need AI in order to provide the right type of customer service.” ‘Needing to master too many technology platforms’ is a major stressor for a third of all agents, according to NiCE and CMSWire research. Simplifying the agent experience should be a top priority.
Improve Agent Oversight
By itself, generative AI isn’t a great objective judge of agent performance. But ElevateAI can use AI to improve the agent experience. Agents are typically judged subjectively; often, call center managers can only review 1-2% of agent conversations — the scale at which agents work doesn’t allow for anything else. However, AI can take objective measures for a more robust view of agents. “If every call is transcribed, then leaders have the ability to review all calls for a more precise view of the agent’s performance,” said Verma.
NiCE’s internal research shows that agents appreciate the consistent oversight. “In our focus groups, agents are saying that they’re not really worried about thinking about what supervisors are going to say. They just have to do well on conversations and the objective measure provided by ElevateAI just works,” Verma said.
Better Experiences with ElevateAI
AI isn’t something that’s out of reach for organizations anymore. The technology has improved and become more accessible to anyone who wants to improve the lives of their agents and customers. “At the end of the day we’re trying to make agents' lives easier; reduce their cognitive load and deliver a better agent experience, which will translate to a better experience for customers in turn,” said Verma. “Every single conversation that agents have with customers should be transcribed. ElevateAI offers AI transcription that’s critical in today’s market and is the only option for organizations to do this at a low cost.”
Discover what Elevate AI can do for your contact center at elevateai.com.
